Efficiency and Operational Procedures

This article was contributed by Bill Schaefer, our new Operations Analyst, who reports to Barrett King, Deputy Director:

According to the Merriam Webster Dictionary, efficiency is the effective operation as measured by a comparison of production with cost. Put simply: are we getting a bang for our buck? The JPL receives a finite budget annually and must strive to make the best use of allocated money and resources while at the same time focusing on providing the highest quality service to the customer. Successful organizations strive to be efficient by developing operational procedures that standardize how business is conducted throughout the organization and optimize best practices based on experience and cost effectiveness. Standard operating procedures help reduce confusion, variation, and are a key step toward process improvement.

One of my primary duties is to help assist with defining how the Jacksonville Public Library system can improve its operational procedures to deliver quality services more cost-effectively, with less waste. Efficiency improvement at the JPL can take many forms ranging from the addition of new automated equipment which eases employee workload, freeing staff to focus more on customer service needs, to developing new operational processes that maintain high standards and help save money. I have been tasked to review current operational procedures and to identify to senior leadership areas where they may consider implementing procedural or policy review. I will also be involved with drafting operating procedures for review to increase library service efficiency. I have been working to become knowledgeable on the policies and regulations within the JPL and COJ systems to determine where we are today and what we can do to make tomorrow more efficient. I consider myself very fortunate to have been selected to work as part of JPL’s highly trained and professional staff, and I look forward to working with all of you.

Kids Race Sea Monsters at Graham Branch

Graham Branch held a sea monster race and party, June 17, for children. The party was one of their special Make A Splash At Your Library programs. Here Bruce Woods colors his own sea monster and shows Picasso doesn't have a thing on him.

JPL's Donations to Gift for Health

Library employees donated a total of $2,054.00 in pledges and cash/check donations toward's the City's 2010 Gift for Health campaign that closed last week. We appreciate the thoughtfulness and gifts made by those who could support this worthwhile effort.

Two New Titles & Two Wedding Dates

Ali Johnson previously worked in Marketing Communication part-time as a Communications Specialist when she was single. Now working full-time for Kathy Tekin, Library Supervisor, Youth Services, Ali has a new title--Youth Services-Community Relations Specialist. Shortly after taking her new position, she made another major change in titles--Mrs.--when she married Kyle Loftin in Orange Beach, Alabama, May 22. (Ali prefers to be known as Ali Johnson Loftin.) She gives this fun fact about their wedding: "I actually forgot to apply for my marriage license in advance for the May 22nd wedding, so the secondary wedding ceremony, which we held on the 29th in my home state of Kansas, will be our official wedding date, though we will acknowledge the 22nd as our anniversary date. " (To enlarge picture, double click on it.)

Best wishes to the bridge and groom!

Bravo Zulu!!!

Bravo Zulu!

Navy Band Southeast’s Brass Quintet, Windward Brass, treated the Northwest staff and customers to everything from “Ain’t Misbehavin” to “Amazing Grace” with a little tango thrown in. They performed musical styles ranging from traditional brass quintet literature, Broadway hits, and the popular songs of today. We even got downright patriotic with “ God Bless America”.

Just another day at the library.

Mary Heaney Inspires a Shared Vision

In the latest one-minute video story , Mary Heaney tells how she inspired a vision of a popular book club for young girls that could nurture social skills, encourage reading, and build a sense of community at the Regency Branch.

(To play properly, you may need to click Play [>], then click the Pause button, give it a minute to pre-load, then check back and click Play [>] again.)

Everyone knows someone who models the way, inspires a shared vision, challenges the process, enables others to act, and/or encourages the heart. If you have a story to share, we'd love to hear it. Please contact jpltraining@coj.net.

If you missed previous video stories, simply click the arrow on the left side of the screen to see the rest.

Main Teen Department Participates in ALA Great Stories CLUB

The Main Teen Department and Impact House have partnered to participate in the ALA Great Stories CLUB (Connecting Libraries, Underserved teens and Books) Round III grant this spring. The grant awarded 11 copies each of 3 book titles that were selected by YALSA and $200 for refreshments and gift books. A select group of Impact House teens, Ms. Perret, Ms. Elias, and Mia Clark, Librarian, have met regularly to read Gary Soto's The Afterlife. Tomorrow is their last meeting where they will celebrate with pizza and final discussions. The book club has been a big success and they plan to continue their partnership by starting a new book club in June. More information about the grant can be found in the link below.

http://www.ala.org/ala/aboutala/offices/ppo/programming/greatstories/club.cfm

Staff Profile

Matthew Moyer is innovative, interesting, has a wonderful sense of humor and is the Employee of the Quarter for the second quarter and won the Challenge the Process award recently. He, along with the Zine Committee (L/R: Josh Jubinsky, Matthew Moyer, Jessica Whittington and Andrew Coulon), helped begin a new collection at the Main Library, known as the Zine Collection, and participated in a well received Zine presentation at FLA in March.

Q: What is a Zine?

A: A zine (an abbreviation of the word fanzine, or magazine; pronounced "zeen") is most commonly a small circulation publication of original or appropriated texts and images. More broadly, the term encompasses any self-published work of minority interest usually reproduced via photocopier. They are generally produced in editions of less than 200, and profit is not the primary intent of publication. Zines are written in a variety of formats, from computer-printed text to comics to handwritten text. Print remains the most popular zine format, usually photocopied with a small circulation. Topics covered are broad, including fanfiction, music, politics, art and design, personal journals, social theory, single topic obsession, or general content far enough outside of the mainstream to be prohibitive of inclusion in more traditional media.

Q: Why did you think the Zine Collection would be a good addition to Main’s Popular Department?

A: The timing seemed right. Libraries all around the country have added zine components to their collections, but there really aren’t any such collections in public libraries in the Southeast. Why not Jacksonville?

Q: Who is the target audience for the Zine Collection?

A: Originally, the target audience was adults from the ages of 16–40. This group is familiar with the zine format and recognizes zines as a source for educational and entertaining writing. This demographic is still the core audience, but with the Zine Machine program for kids and having the poet Alan Justiss (after all, chapbooks and poetry pamphlets were the antecedents of zines) speak at our Much Ado events, we’re hoping to expand awareness of the medium.

Q: Is customer interest still growing in Zines? How do you promote the collection?

A: Interest is still very high. Our circulation has been steady, and every time we’re at an outreach, new faces approach us, surprised and happy that the library is now making these materials available. We promote the collection through our web presence (blog, Facebook, and Twitter). We’ve had musical performances and author readings to hype the collection, but more importantly, we do a lot of outreach. We’ve set up our table at concerts and other events like the Riverside Arts Market, where we sign up people for library cards and have zines available for checkout right there. We feel that it is important to take the collection out to where our audience can be found.

And people seem to love the “I Heart My Zine Library” buttons.

Q: Please recommend a couple of “best” titles from the JPL Zine Collection.

A: Where to start? Sandra Knauf’s Greenwoman zine—all about gardening and environmental consciousness—is always a favorite. Molly the Popsicle, by Christoph Meyer and his five-year old son Herbie, is a really fun read. We’ve got a massive donated archive of the famous punk zine Maximum Rock N’ Roll, which is indispensable reading for anyone interested in music subcultures. I’m personally enjoying The Rise and Fall of the Harbor Area at present. But there are so many hidden treasures in the collection right now – Food Geek, America?, Dictionary Stories, Reggae Chicken, King Cat, Galatea’s Pants, Stories That Care Forgot, Salt and Slush, Feedback…. I could go on forever.

Q: What is something people might be surprised to learn about you?

A: I’m a huge Dolly Parton fan. I want to make a pilgrimage to Dollywood.

Mandarin Branch Celebrates The River with Art

Check out the art scene at the Children’s Department at the Mandarin Branch Library. Click on the picture to get a bigger view.

The After School Art is a wonderful program at Mandarin developed by Shivon Rockward with an emphasis on different artistic and cultural styles. The children's program is offered once a month on Tuesday afternoon during the school year. Works from the program are on display on the After School Art Wall.
Customers help celebrate The River with the ABC River Celebration Bulletin Board in the Children’s Department at Mandarin. Each letter of the alphabet is an original work of art designed by our youngest library customers.
Could we be looking at the next Picasso?

Team Regency Encourages the Heart

In the latest one-minute destination:LEADERSHIP video, Lanette Jackson explains how the Regency Branch Encourages the Hearts of their co-workers by using the now-familiar "Wall of Appreciation".

(To play properly, you may need to click Play [>], then click the Pause button, give it a minute to pre-load, then check back and click Play [>] again.)


Everyone knows someone who models the way, inspires a shared vision, challenges the process, enables others to act, and/or encourages the heart. If you have a story to share, we'd love to hear it. Please contact jpltraining@coj.net.

If you missed previous video stories, simply click the arrow on the left side of the screen to see the rest.

Much Ado About Mandarin Branch Library

Mary Mlady, Volunteer Coordinator at Mandarin, (left) congratulates longtime KR Volunteer Josie Lococo on being named the Volunteer of the Quarter.

Mandarin Branch also celebrated the reopening of the branch after a five day renovation of the circulation area with a Customer Appreciation Party on Wednesday, May 12, 2:00 -3:00 pm. Cake, popcorn, bottled water and Capri sun fruit pack were served. Staff took the opportunity to demonstrate the new self check machines to customers and route them to the new interior book drops. Lynne Baldwin, Manager, and staff thank Michael Sullivan, Administrative Supervisor, for attending and showing his support.

Customers are very pleased with the new circulation area. Three self check machines, two interior book drops, new carpeting, tract lights and LCD Screen give this library area a whole new look, and Kara Heydon's pictures adorn the back wall until June 30. (Other artists' works will subsequently be displayed.)

Ms. Heydon, a local photographer, who hails from Portland Oregon, celebrates the Year of the River in this display (right) and captures the distinctive flavor of living in Northeast Florida.

Mandarin Branch staff welcome you to come see their beautiful new look and enjoy this exceptional photographic display. (Double click on the pictures for a better look.)

A BIG WELCOME TO:

Dr. Donna L. Riegel, Administrative Supervisor, who reports to Carolyn S. Williams, Deputy Director,

AND TO

Lisa Brown Buggs, Community Education and Enrichment Program Supervisor, who reports to Barrett King, Deputy Director, Administrative Services.

Artwork from Genius Factory Kids

Northwest is doing an art show. Staff used the children's department and the hallway (elevator foyer)to display the artworks.

As staff put up all the works, we were amazed at all the wonderful art projects the kids did this week. The kids were very excited to see their work displayed and to show off their artistic talents to their parents. Northwest is so proud of Genius Factory kids and their gorgeous art work! Here is a sneak peek…

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Kudos from Customers

Beaches Branch: “We come to storytime every week we *LOVE* Miss Lizzie (Bourland)! She's a **SUPERSTAR!!*”

Highlands Branch: “Janet (Ducat) is a very helpful and very nice person. Every time I need something she is always there for me!”

Main – Children’s Department: “… I was very impressed with the quick response of your staff (Keith Hayes) to my request for a class visit. …My visit was fruitful in that I left with all the materials I needed to write a scenario and allow the creative staff to develop the additional information needed to attach a library visit to the Children's Lit course … .”

Main Library – Conference Center: “…Frank Smith was terrific again this year helping me navigate through all the coordination required. (In fact, he did all the work for me!) I'm grateful for his assistance and cooperation. Mitesh Sangani and his staff …were wonderful to work with as well. …”

Pablo Creek Branch: “Wanted to let you know about the wonderful service provided by your staff member Susan (Williamson). I come in here all the time to check out and pick up holds and she always gives 110%. Thank you!”

It's a bird...It's a plane...It's.....

It's a bird, it's a plane... it's Free Comic Book Day! Fifteen kids of all ages stopped by the Northwest Library on Saturday, May 1 to pick up their free comic book.

How did we do it? I pulled out comic books from our collection (Adult, Teen and Children's sections) and put them on the table decorated for the day. When the customers check out, circulation staff hands them their free comic book.

Congratulations to Brenda Javier, New American Citizen at Regency Square Branch

Team Regency recently hosted an Encourage the Heart party in honor of Brenda Javier, who was sworn in as a U.S. Citizen on March 15. Team members brought in All-American food items, dressed in red, white, and blue and celebrated Brenda’s tremendous achievement. Pictured L/R: Mary Heaney, Pamalia Null, Lucy Harris, Bernice Newsom, Marshelle Berry, Lanette Jackson, and Stephanie Harley. Brenda Javier is in the center holding her flowers.

Alfreda Whitfield's Grandson

Jaiden Franklin Hale was born Februay 16, 2010. He is the new addition to Alfreda's family.

Staff Profile

Charlene Ovshak, Library Clerical Supervisor at Pablo Creek Regional Library, won The Employee of the Quarter for the first quarter FY09/10. She is attributed with setting a personal example by being the first one on her team to embrace changes.

Q: What recent changes at JPL have had positive results?

A: The biggest change that I have seen recently to produce positive results is the Library Card/Key Chain campaign. This has been a huge plus for the customer in locating their card at the circulation desk and a huge time saver for staff in terms of customers having to search for their library cards. Further, it has given the library a daily reminder or “advertisement” to our customers to “Start Here. Go Anywhere.”

Q: What enables you to embrace change?

A: What most enables me to embrace change is to actually see the value and usefulness of the change. Not just to change for the sake of change, but to really experience positive results – better customer service, reduction of wait time, increased circulation, things like that. Change as a “flavor of the month” is old and tired. Staff and customers want to experience change that matters and impacts their lives positively.

Q: How long have you worked at JPL and what influenced you to pursue this career?

A: I have worked at JPL for over 22 years. I am a Jacksonville native and have lived here all of my life. My Dad is a retired fire fighter with over 25 years of service, and my brother is also a firefighter and he has worked for the City for 6 years. I am proud to work for my City and be associated with the Public Library and the services it provides. The Library touches so many people. I have had the opportunity to work in several branches over my career and to contribute to each community in which I have worked in a different way.

Q: Share something about yourself that most of us don’t know.

A: I am a huge “Lucy” aficionado! I have collected "I Love Lucy" memorabilia for many years and at one time even had a boat named “The Mertz”. Fred and Ethel Mertz were the best friends of Lucy and Ricky Ricardo. In fact, my two little Chihuahua dogs are named Fred and Ethel!

Q: Do you have a favorite author or book and why?

A: I am kind of an eclectic reader and don’t’ really have a favorite book or author. Sometimes I find myself reading some weird stuff based on the suggestions of my customers!

Mandarin Regional Honors Their Volunteers

The Mandarin Branch Library celebrated Volunteer Appreciation Week with a luncheon for their volunteers on April 21st. The luncheon was organized by Mary Mlady, the Adult Volunteer Coordinator, with the staff supplying the food and decorations. Mandarin is so lucky! Some of our volunteers have been working at the branch since it opened in June 1986. The food was great and the company was even better. The volunteers and staff had a wonderful time!

Floating: One System One Collection

This article was conributd by JPL's Gretchen Mitchell, Assistant Director, Support Services:

“Floating” collections are materials purchased for the system rather than a specific location or branch. When the material is returned, it is checked in and remains where returned. Major advantages include reduction in delivery and less wear/tear on materials.

There are many reasons to use this collection management model:

• Increases materials availability
• Continuously refreshes collection
• Reduces wear & tear on items
• Extends materials budget
• Less to pack/Fewer injuries
• Customer focused

JPL’s committee was formed in December 2009 to investigate, evaluate and implement the floating collection. The committee includes Lynn Jacobson, Charlene Adkins, Jill Haile, Laura Minor, Valerie Mattair, Mark Hohnadel, Brad Jaskula, Ron Block, Mia Brack, Cheryl Callavini, Ann Fridl, Gretchen Mitchell (chair), Chiquita Powell, and Jim Burns.

The first phase of the committee’s work was researching best practices. This included developing questions for other floating libraries, making a list of those libraries, and contacting or visiting those libraries. The committee compiled a comprehensive list of public libraries that float all or part of their collection. It was agreed to gather information from across the United States, not restricting our research to Florida. The committee also included researching this model through articles, blogs, and websites.

Additionally, a Floating Committee Team Site was created on the City’s portal. It is available for all staff to view. It includes all minutes, notes, and other documentation. http://inside.coj.net/li/committees/floating_committee/default.aspx

Based on the information collected in the research, the committee determined that floating the full collection was beneficial and would work.

Now in the second phase of its work, the committee is planning for the implementation. Implementation will take place in two phases: 1)floating of media and 2) floating of all other circulating materials with some exceptions.

Three subcommittees are currently hard at work.
Collections/Standardization (these two groups are working together):
The Collections committee is tasked with reviewing and making recommendations for catch up and gap ordering, rebalancing and weeding activities and any collections exceptions to floating.

The Standardization committee is reviewing and making recommendations for locations, labeling, item types and related ILS issues.

The Communications committee is responsible for determining stakeholders and developing communication plans and staff training.

Watch the staff blog, the Floating Committee’s portal team site and your email inbox for continuing updates and information. Questions can be emailed to any committee member.

Southeast Celebrates Their Volunteers

April is Volunteer Appreciation Month, and on Wednesday, April 21, 2010, Southeast Regional Library employees held a luncheon to honor their volunteers. Each volunteer was provided with a personalized Southeast Regional Certificate of Appreciation and all the food they could enjoy.

Volunteers are an integral part of the Southeast operations. They help with shelving and tasks as diverse as computer training. Pictured left to right are Valerie Morris and John Macrae, two of their most dedicated and long serving volunteers.

JPL will soon present a digital desk top clock/calendar to all of our volunteers in recognition of--and with deep appreciation--for their unselfish work at our libraries.

A Big Welcome to...

Ava Barrett, Administrative Supervisor, who reports to Carolyn Williams, Deputy Director,

and to

Bill Schaefer, Operatios Analyst, who reports to Barrett King, Deputy Director, Administrative Services & SST.

Kudos from Customers

Main – Popular: "Matthew (Moyer) on 1st floor is very friendly!"

Main Library – Genealogy: - “…He (David Fuller) is always professional, courteous, and helpful as he carries out his responsibilities. …”

Main – 2nd Floor Reference: “Greg (Royce) has been the greatest help with my son's history project. …”

Webb Wesconnett: "Mia Brack is a fabulous children's librarian…She is always very friendly and engaging. Every time I visit she helps locate what I need. …”

West Regional: “…Greg (Pierce) in particular goes out of his way & beyond the call of duty to make sure myself & the rest of my family are always taken care of.”

Carol Bailey makes Ask a Librarian realfor Miami-Dade County Administrators

Many of you helped us again this year with our Ask a Librarian Day 2010 promotions on February 23rd, and we invite you to visit the Ask a Librarian Day Recap to see the details.

Thanks to this promotion, both statewide and Jacksonville Public Library chat customer numbers have seen a boost.

More recently, Carol Bailey, manager of Pablo Creek Regional Library, found herself doing a very successful on-the-spot promotion of the service for Administrators from Miami-Dade County, during Pablo Creek's regular weekly hour of statewide Ask a Librarian live chat reference coverage.

On March 11th, the Administrators were attending a meeting of Miami-Dade County's Recreation and Culture Strategic Area Management Committee.

As Raymond Santiago, Director of the Miami-Dade Public Library System wrote to Diana Silveira, Virtual Reference Manager for Ask a Librarian:

One of the Administrators present inquired about the Ask a Librarian Service which had been seen on the Library's homepage [in the menu bar beneath the banner].

As a demonstration, the chat line was accessed and several questions were promptly and efficiently answered by the Librarian...Carol B. from Jacksonville. The Administrators were highly impressed, not only with the service, but also with the professionalism with which the questions were handled.

I would appreciate it if you could extend my thanks to Ms. B and her supervisor...for her excellent service to the residents of the State of Florida.

We have 60+ JPL associates and librarians currently providing this service, and they all do well. We are especially pleased, though, to toot Carol's horn for her.

Thanks, Carol...and thanks to all of our Ask a Librarian live chat agents.

Zine Collection Presentation Big Hit at FLA

Matthew Moyer (pictured right) reports on the presentation that was made on Main Library's Zine collection at the Florida Library Association Convention, April 8, 2010, in Orlando:

The members of the Zine Committee (Andrew Coulon, Jessica Whittington, and I– since Josh Jubinsky was unable to attend) had been invited to FLA to unveil the library’s new Zine Collection to Florida library professionals with an afternoon panel discussion, “Zines, Records and Rock N’ Roll: Alternative Media in Libraries.”

Despite our nervousness, everything went very well. We divided our talk into two main parts: building and managing the collection, and programming and outreach efforts. We began with our proposal and discussed issues of cataloging, collection management, and circulation. For the programming portion, we talked about the importance of promoting/bringing the collection to library users where they are, and how our approach was inspired by the punk/indie practice of tabling (when small record labels and presses set up tables at concerts to promote their releases at concerts). We reviewed all of the events and outreaches we have undertaken thus far, and our plans for the immediate future. Then we held our breath and asked if there were any questions.

We were not sure about the reaction we would get, but the audience was completely engaged and enthusiastic about what we were saying! We ended up fielding questions for 15-20 minutes about everything from our circulation policies to acquisitions to preservation. There was much interest in the fact that we are a circulating zine collection. After that, many came up to ask us more questions and look at the sample zines we brought for show-and-tell. People were complimentary and excited about this collection. Librarians interested in starting similar collections approached us, as did hopeful Library Science students, saying this was the type of work they want to do in the future. Our response: there’s room enough for everyone.

A version of this presentation can be accessed at:
http://docs.google.com/present/view?id=dghbwkm_164hqjddfzz

You can find out more information about the Zine Collection at:
http://jplzinelibrary.wordpress.com/

Resource Management in Youth Services, or

Why Children’s Staff Create Preschool Storytime Boxes

Kathy Tekin, Youth Services Library Supervisor, shares the valuable ways her department contributes to efficiency and participates in Destination Leadership:

Storytime boxes are a thematic resource box, designed to be used by multiple programmers and for multiple age groups. The key to effective sharing of programs using story boxes is a rotation and delivery system, by assigning specific themes to regular weekly storytimes. Then everyone on the children’s staff should be able to use the boxes in their summer programs. The boxes contain books, fingerplays, music, flannel board stories, props, and craft suggestions to use with a variety of age groups.

In this way, we are able to share our best resources and creativity with our coworkers and give each other the gift of time in preparing 52 weeks of Preschool programming in each branch. We began the program back in summer 2001 to give staff a planning break for those eight weeks of summer programming. This time is particularly busy in the Children’s Departments due to an influx of school aged children on summer break. Originally, when we started the story box program in Jacksonville the intent was for staff to use them in our traditional 3 – 5 year-old Preschool program. As branches continued to offer Mother Goose and Toddler storytimes over the summer, the need to include age appropriate materials for these groups became apparent and is now included.

The Florida Library Youth Program (FLYP) team established criteria of what to include in the box based on various components of a storytime. We even included a checklist to be sure that items were placed back in the box before going to the next location. Over the years, we have tweaked the storytime boxes to make them more useful for the children’s staff and have added ideas for enhancing the program for school age when a paid performer was not available.

For this summer, the planning team again asked that each branch focus on one chapter from the FLYP 2010 summer manual and create a box to be shared with other branches based on their chosen chapter. We remind everyone that this is a starting point to be able to pick and choose the items from the box that will work well for them and their audience. Each box can be used by new staff members or those with years of experience in children’s services. It still allows for creativity by requesting ideas about using the box and adding an item to the box that they found to be successful.

In doing some research, I have found that many large library systems around the country use this approach for storytimes. It helps to increase the quality and consistency of programs offered to our youngest customers. The resources listed below are found in the JPL system.

By using storytime boxes, we incorporate four of the five practices of Destination Leadership:
Model the Way - The boxes incorporate the best of our creativity, resources and provide an outline that meets the demands for age appropriate materials and pre-literacy skills.
Enable Others to Act - In creating the boxes, staff that has less experience in preschool programming can use quality materials to provide a program. A gift of time is given every time one of the boxes is used to complete other tasks within our departments.
Inspire a Shared Vision – Employees who use the materials are encouraged to add items to the boxes that helped make their program successful with the children and their parents.
Encourage the Heart - By sharing with the staff that created the box, that they and the children really enjoyed the materials included.

Resources:

027.6251 MacMILLAN - A box full of tales: easy ways to share library resources through story boxes. Kathy MacMillan. MacMillan, a librarian, storyteller, and American Sign Language interpreter, describes how to use story boxes to create children's programs at a library.

027.6251 NICHOLS 2007 - Storytimes for two-year-olds /Judy Nichols ; illustrated by Lori D. Sears. Nichols, a storyteller, puppeteer, and library consultant, outlines programs for engaging the youngest library audiences.
Summer Reading Manual, 2009
Summer Reading Manual, 2010

Green, Eggs, and the H.A.M.

The “Happy Assiduous Menagerie” i.e., the Southeast Regional Library staff, recently had an encounter with Green and then Eggs, in that order. Green refers to the St. Patrick’s Day Hunt where the H.A.M. scoured the library before opening time to find as many green items as they could in just two minutes. Of course, no books or other library materials could be counted, but Deborah, the circulation supervisor, did manage to drag the giant stuffed gorilla, Limeade, who serves as the library mascot, to be counted among her items. Children’s librarian Carisia Rooney came in first place with 18 green items. (Although that win is under appeal due to the fact that she was the only one present with a key to the children’s craft closet!). She is pictured wearing the honorable St. Patrick’s day hat with LAS Radhika Kandalakunta.

A couple of weeks later, the H.A.M. geared up for the Second Annual Employee Easter Egg Hunt. Again, before opening, and to the sound of the cleaning crew’s vacuum cleaner, staff rushed around the children’s department to find the most eggs out of the 75 that were hidden. PT shelver, Lauren Banks, pictured with clerk, Joyce Myllykangas, was the winner with 15 eggs found. A second prize was given to the finder of The Golden Egg which was won by another PT shelver, Alice Mauro. There was a re-run of this event the following day to include more members of the H.A.M., and the two winners that day were LA Barbara Hughes with the most eggs found and librarian Mark Ely who found the golden egg.

These events are organized by the Suthest Regional Library's Fun Bunch and we appreciate their efforts in ensuring that the H.A.M. will remain happy for a long time!

Staff Profile

It would be difficult to find more dedicated, long-term library enthusiasts and volunteers than this couple.

Joyce and Edward Charron moved to Jacksonville in 1963 when he was hired by Prime Osborn, then of the Atlantic Coast Line Railroad Law Department.

Community and church involvement was, and is, an important ingredient of railroad employment, and as book lovers, Joyce and Ed joined the Jacksonville Chapter of the Friends of the Library. Ed was President of the Friends' Board of Directors in 1968 and 1969 and is still an active board member.

Once their four children were a little more self-sufficient and with a reduction in school carpools, Joyce began her to-this-day weekly volunteer service at JPL's Children's Departments in the early 1980's. She has volunteered in both the Southeast and Regency Square Branches. In 1995, she received the Jacksonville Public Library "Volunteer of the Year" Award. More recently, she received the Mayor's "Good Trouper" Award in a City Hall ceremony.

In 1969, Mayor Hans Tanzler appointed Ed to fill an unexpired term on the Board of Library Trustees in recognition of his advocacy for the Consolidation of our City and County governments that resulted in a much-expanded public library service for all citizens. Ed served for twelve years on the board, four as Chair. He recalls having attended more than 60 meetings related to the construction of Regency Square Branch Library!

In the early 1990's, the Jacksonville Public Library Foundation was established and Ed was a member of the initial Board of Directors. Working closely with Victoria Alexander, Sara Gunter, and DeLon Rowan of JPL's staff, Night of Literary Feasts (now Much Ado About Books) was developed during this time.

JPL appreciates Joyce and Ed Charron. Their time, devotion, and expertise have been valuable contributions as JPL has expanded and improved its public library system. We hope they will continue volunteering for a long time to come.

The Hunt Is On @ Northwest

We enjoyed doing the Easter Egg Hunt program here at Northwest. Many thanks and kudos to Davi Harmon, Children's Library Assistant, for doing most of the work. Enjoy the slideshow, everyone. Happy Easter!

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How Pablo Creek Regional Library Is Increasing Efficiency

Carol Bailey, Branch Manger of Pablo Creek Regional Library, reports on their successful venture into more resource management:

This winter, Pablo Creek’s business levels seemed to explode, with a marked increase in usage by the community. Year to date circulation as of February 2010 increased 3% over the previous year, and although our gate count has only increased slightly since last year, Pablo Creek has seen a 13% increase in the number of hold requests submitted, while staffing levels have not changed. Clearly, we needed to make some changes in our holds procedures in order to keep up with the increasing volume.

The first major change we made was to adopt the new holds procedures that were implemented system wide in November 2009. Instead of laboriously writing out hold wrappers, we are now using 8½” by 2¾”slips of paper for the customer’s name along with the date the hold is to be removed if not picked up. In response to several customer complaints about the new way of putting out available hold items, we are making every effort to be consistent in how the hold slips are done: using dark, thick marker and writing in large block letters to make it easier for customers to find their available hold items. In an effort to save paper, we regularly collect paper that has been printed on only one side (most of which is left behind by customers) and re-use it for hold slips.

We also eliminated some steps in how items are handled when they are trapped for the hold pickup list or when they are discharged and come up on hold. Previously, all hold items were routed to designated holds staff at the branch for final processing, but now every staff member who traps from the hold pickup list or has a discharged item come up on hold is responsible for processing that item and putting it out on the holds shelf. Making this small change has resulted in available hold items being put out more quickly and reduced the amount of time that was spent looking for available hold items in the workroom that had not been processed yet.

In addition, circulation staff assigned to set up the Customer Service desk in the morning is also pulling expired hold items from the holds shelf on a daily basis rather than waiting for the designated holds staff to take care of this. This means more room on the holds shelf for new items, and more time for the designated holds staff to handle holds coming in through delivery.

Another area where changes were made to increase efficiency was in how we handle items that are returned with missing parts or need repairs such as a replacement case. Previously we would edit the item records of these items to change the home location to STORAGE-A or STORAGE-J as appropriate. Now we are checking out items with missing parts to MISSINGPCR, and checking out items that need repairs to PCRCIRC. The checkout and discharge process is much faster than changing the home location of an item and changing it back to the original home location when the problem with the item is resolved.

Many thanks to our new Library Clerical Supervisor Charlene Ovshak for helping to develop ways to improve efficiency at Pablo Creek Library, and thanks to all the staff for their willingness to try new ways of doing things.

Pablo Creek Library is very pleased to host a “Year of the River” photography display featuring local Jacksonville photographers celebrating the St Johns River in photographs. The display will be up during the entire month of April 2010.

This will be their first display using their new art display hanging system and Caroly Bailey, Branch Mnager said, "We are very excited about it. It looks beautiful!"

The display wall is just to the left of the Customer Service desk, and they plan to put up a new display every month.

Everyone is invited to come and enjoy.

Talking Books + Much Ado About Books = Success

On Saturday, February 27, some members of the Talking Books-ILAB (Independent Living for the Adult Blind) Book Club, including Jerry Reynolds, TB's Librarian Senior, and Chris Eaton, Librarian, had the pleasure of having breakfast at the Omni Hotel with bestselling author Chris Bohjalian. Our thanks go out to Maggie Hightower, Executive Director of the JPL Foundation, for graciously providing us with this opportunity. Mr. Bohjalian was in Jacksonville that weekend for the JPL Foundation's 2010 Much Ado About Books festival and our book club had just read his novel, The Double Bind, as February's book club selection. Everyone in attendance enjoyed themselves. Mr. Bohjalian was very entertaining and informative in regard to his experiences as an author, the current state of publishing, the themes of his books and many other subjects. His experience at this breakfast with avid readers, who cannot read standard print because of a disability, has made him aware of the need for books available in accessible formats. He has pledged to make sure that all of his books are available to anyone who wishes to read them and continue to promote this as a worthy cause to authors, publishers, and anyone who might help make books more accessible. The breakfast was delicious and everyone at the table received a complimentary copy of Mr. Bohjalian's latest novel, Secrets of Eden.

Kudos from Customers

Main - E-Library: "I was treated with outstanding service from a gentleman (Mike Shell) in customer service. Thank you. "

Mandarin Branch: "The Mandarin staff has always greeted me and my child with a warm smile and an open invitation to browse and made themselves available to us. In respect to Mr. David Foster, a great asset to the staff. Informative, knowledgeable, welcoming personality. He shows interest not only in the parents, but the children also that visit the Children's section. It's a pleasure and a change to see a male librarian ! There are other library staff who has also assisted me in the past like Margo Crafton. I would also like to thank them for the prompt attention given, non-cluttered environment and the program calendar they have in place for the children."

Pablo Creek Branch: "Jackie Spiritas - Good librarian."

South Mandarin Branch: "I wish to commend your employee, Betsy Hogan; she was just fantastic today. I asked her for tire information, and rather than just handing it to me, looked it up in the index, found the tire, and handed information to me. Thank you."

Willowbranch: "We love Willowbranch Library! And Jason Brown is top-notch! Always helpful, always a great attitude, always interested in our family and our library needs! The staff has improved greatly this year as has the service!"

Interlibrary Loan Continues Efficiency-Enhancing Initiatives

Heather Campbell, Librarian Senior, Interlibrary Loan, and her staff have accomplished many efficiency-enhancing initiatives--and more are on ILL's agenda. Ms. Campbell reports:

While ILL staff members continually look for ways to improve processes and the unit’s workflow, they have also spent the last two years working on projects promoting greater efficiency. Among the strategies we’ve used are:

Reconfiguring the label print templates from the software-supplied templates so that only needed labels are printed.

Using ergonomics to make the workplace safer, healthier, and more efficient. Workstations and shared workspaces have been rearranged to promote wellness and better workflow.

Eliminating unneeded printouts and using the back of outdated flyers, printouts, and fax confirmations for in-house printing.

Including more information on book labels and customer notification slips to help customers understand item loan terms and to provide more customer contact information for staff.

Recycling one-side-printed state courier routing slips as scrap paper for Main Library departments.

Identifying free-lenders of books and copies in Lending and adding them to our free-lenders list in Borrowing. This increased our ability to be able to supply materials without cost to our customers.

Ending the resource-consuming Books By Mail service. This allowed a smaller staff to concentrate more on Interlibrary Loan services.

Exercising stricter oversight in the handling of overdue materials. This provided borrowers with greater incentive for quicker resolution of problems involving ‘not returned’, lost, or damaged materials in both Lending and Borrowing.

Continuing in-unit cross training in processes which gave staff greater confidence when filling in for absent staff members and provided better customer service.

Compiling unit procedures and forms in an ILL Wiki readily retrievable by ILL team members.

Volunteering to be a beta-testing site for the newest version of our Interlibrary Loan management software- ILLiad 8.0. The efficiencies we’ve found so far in this new version include:
· A combined search box. With one click, staff can search for information in both (Lending and Borrowing) processes. This allows us to answer customers’ questions in less time.
· We no longer have to open multiple copies of ILLiad or need to close down or switch out of a single process (Lending or Borrowing) to do work in another. The new tab feature holds our work until we can return to it.
· Print requests automatically go to the proper printer without staff having to designate a printer. This cuts down wasted labels or paper from print-jobs going to the wrong printer and promotes a smoother workflow.
· Routing rules are used to enforce JPL policy. For example, ILLiad ‘looks for’ textbook publishers and puts textbook requests into a cancellation queue. This saves postage, supplies, and costs for items lost in delivery.
· Staff members can arrange ILLiad screens according to their own preferences and work needs. Data in columns can be rearranged for easier viewing. Processes can be color coded for easier identification.
· Customer information became more accessible within ILLiad by using the new tabs feature. Merging new ILLiad accounts with old is easier. This was especially helpful as customers switched to new library cards necessitating re-registering for new ILLiad accounts and merging customer histories into the new accounts.

A trial use of ILLiad WebCirc at Main planned for this year will provide more opportunities to demonstrate efficiency as it will allow customers to receive instant credit for returned ILL materials.

Beaches Branch Staff Display Their Crafts

JPL employees are known for their many talents and productive hobbies. During the month of March, talented craftswomen of the Beaches Branch Library--Carol Conley, Katherine Daye, Jeanne Dunn, Virginia Maxted, Midge Roton and Terry Welch--are displaying their crafts.

Included in this display are a birdcage and barrettes covered with seashells, necklaces, needlepoint sampler, crocheted afghan, greeting cards and polymer clay crafts.

Jane Harris Challenges the Process

When they built West Regional, they installed a drive-up window. Nobody around here had ever seen a drive-up window at a library. In this one-minute video, Barbara Gubbin shares the story of Jane Harris, manager at West, Challenging the Process and Modeling the Way to try for a full year to make the window work.

(To play properly, you may need to click Play [>], then click the Pause button, give it a minute to pre-load, then check back and click Play [>] again.)


Everyone knows someone who models the way, inspires a shared vision, challenges the process, enables others to act, and/or encourages the heart. If you have a story to share, we'd love to hear it. Please contact jpltraining@coj.net. p.s. If you missed previous video stories, simply click the arrow on the left side of the screen to see previous ones.

Staff Profile

If you have seen a tornado whizzing by with a smile as wide as east is from west, you might have seen Garland Wilson, JPL's Distribution Services Supervisor. He and his crew are essential to providing the high quality service JPL consistently delivers (no pun intended) to its customers. As an employee said when he was nominated for a first quarter award for Modeling the Way, "Garland manages any situation with extraordinary poise and style."

Q: What is your professional background, and what experiences do you draw upon for your position as Distribution & Supply Supervisor?

A: I graduated with an MBA from Webster University in 2006. I was formerly in the U.S. Army and served in the Gulf War.

Q: What are your goals for the Distribution Department?

A: My goals for distribution include reducing turnover in the department and training my staff to model the way of good customer service. I would like for the department to lead by example and be recognized as the backbone of the library system.

Q: What has surprised you about working at Jacksonville Public Library?

A: I am surprised at how important the distribution department is to the rest of the library system.

Q: Please share something about yourself that most people probably don’t know.

A: I am originally from Jacksonville and I'm a single Dad of 3 children (2 boys and a girl). I enjoy all sports, but especially football, springboard diving, and swimming.

Kudos from Customers

Main Librarry – Circulation & Teen Departments: - I want to take this opportunity to thank Robert Moseley (Library Assistant, Teen Dept.) and Howard Williams (CSAII, Circ) for conducting library tours earlier today for participants at the Legislative forum for Seniors. All those that came back down to the Conference level had nothing but praise for both Robert and Howard; they thoroughly enjoyed the tour and a few wanted to see the auditorium as they intend to come back for the Movies at Main. (They were also impressed with the auditorium facilities.)

I have one compliment that I feel compelled to mention from a guest in attendance; she stated at the conclusion that "the Main Library is the perfect venue for the Legislative forum and that staff members in the library always go out of their way to serve customers." The guest mentioned these compliments in front of Rep. Charles McBurney & Rep. Mia Jones as they were leaving the building. Thank you again, Robert & Howard, for your time and excellent customer service.

Main Library - Children's Department: I am most familiar with the staff at Children's. They have been very helpful to me, in particular Marie Myers (Library Associate), with helping my community establish a support network for bilingual English/Portuguese families. They are all very enthusiastic, and as a result we have people who now come to Main Library from far away.

Maxville Branch: I want to tell you what wonderful service I received from Christian Martin (Librarry Associate) at your Maxville Branch. He was very helpful and answered the questions I put to him in a professional way and went the extra mile in seeing that I was safisfied with the answers he was providing me. Thank you and him for the work you are doing for us "book readers" who also need access to online data and internet service.

Pablo Creek Branch: Christie Rogers (Library Assistant): I have known Chris for these past two years & let me tell you: She is awesome -- kind -- helpful.

University Park Branch: Marlin Day ((Librarian Senior) was very helpful and very courteous.

South Mandarin Leverages the Efficiency of Additional Self Check Stations

Ed Murray, Library Supervisor, and the staff of the South Mandarin Regional Library have been contemplating how they may implement the Balanced Score Card at their location. The staff considered ways to increase the branch’s efficiency, particularly from the method’s Customer Perspective. South Mandarin is consistently one of JPL’s busiest locations, often accommodating 1,000 customers daily.

The staff sought to leverage the added efficiency of SoM’s new 3M Self Check machines, which in December were increased from two to three stations. The new stations also increased efficiency with new locations in the building, placing two machines in front of the traditional Circulation Desk, and for the first time adding an entirely new station in the Children’s Room.

South Mandarin plans to leverage this new efficiency in several ways:

- Additionally free the Circulation staff from routine transactions better assigned to customer self-service.

- Assign one Reference worker as a roving reference/greeter while optimizing the branch’s wireless phones.

- Apply the added Circulation, Adult, and Children’s Reference efficiencies to ongoing needs including shelving, weeding, holds processing, and materials processing.

South Mandarin plans on continuously experimenting with different approaches, including moving book drop workers to the Circulation desk during peak usage hours. Roving reference workers have addressed other customer needs as well, often assisting with meeting room set-ups and audiovisual needs. The efficiencies provided by the increased Self Check presence and the resulting staff flexibility have created a dynamic environment with much room for creativity.

And the Winner IS...

Congratulations to Karen Jessee, Librarian Senior, Main's Genealogy Department! As the winner of the annual competition, Karen will represent the City of Jacksonville at the International Speech Competition at the District Level of Toastmasters International the last week in March (exact date and place TBA).

Karen received the “Best Speaker” and “Best Table Topics” awards in City Hall at the conclusion of the competition. Her speech, entitled, “Roots?? What roots?”, entices listeners to discover their genealogy.

JPL will be cheering for you, Karen, as you compete at the district level.

Partnerships and Communication Is Pursuing Greater Efficiency and Effectiveness

Dr. Keith McLaughlin says Partnerships and Communication is striving to do its part to reduce costs and to provide services more efficiently and effectively by implementing these practices:

Reduction in use of Ink and Paper
· Re-use printed paper for internal purposes/scratch sheets, etc.
· Use double-sided printing for all internal documents, grant and proposal application drafts—everything that is not going out to a funding organization
· For lengthy documents, print at least two pages to a sheet (and double-sided)
· Use the double-sided copier setting whenever possible
· Use “draft” mode on printers to save ink
· Try to print less by sending and saving documents electronically
· Email drafts of graphic design documents in pdf format rather than print

Lower Mailing Costs
· Take time-sensitive documents to City Copy Center for mailing to ensure postmark, return-receipt (if necessary) and reduce the need to send via Fed EX
· If Fed EX is necessary, use two-day instead of next day; it’s less expensive

Miscellaneous
· Turn out the office lights for the evening
· Share or borrow supplies from team members before placing new supply orders
· Use City cars and carpool to off-site meetings and events

Programs and Marketing
Rely more on grant and private funding to support programs and less on city general fund dollars
Whenever possible, include support for part-time project coordinators in grant-funded requests and budgets
Recruit volunteers to assist with program implementation, such as with the “How Can I Afford Retirement?”
Leverage program partners to help promote and market programs, thus reducing expenses associated with paid advertising
Utilizing email blasts, electronic newsletters, Facebook and Twitter to communicate with targeted constituents and the general public

Conference Center
Have improved efforts to apply the adage “a place for everything and everything in its place” with the storage and tracking of electronic equipment and accessories in the Conference Center. This has improved security and maintenance of the equipment.

Staff Profile

Harriet Siegel was—and still is—an officer of the Beaches Friends of the Library, established in 1979. Before the current Beaches Branch was built, a beaches library (not then part of JPL) was housed in one room of the old Beaches City Hall. And before the Beaches Friends was organized, Harriet volunteered there. Seeing the need for a larger library, she helped raise public support that resulted in the current Beaches Branch Library being built. It opened in 1986 and became part of the Jacksonville Public Library.

Harriet, as she likes to be called, was selected as JPL’s first “Volunteer of the Year” FY 1992-93. A plaque commemorating her work through the Beaches Friends hangs in the Beaches Branch Children’s Department.

Always a proponent of the Beaches Branch and its Friends group, Harriet represented the Friends of the Beaches Library at JPL board meetings for several years.

Harriet initiated “Noon Break” programs at JB about 17 years ago and has lined up all of its programs, which take a hiatus during the holiday season and voting times. “Noon Break” has featured the Navy Band and other musicians, representatives of beaches organizations and surrounding communities, City Council members, history buffs, doctors, a D-Day participant, fishing, fashion, coin collecting, local personalities and students. Due to the wide range of interest these programs cover, they have drawn many people to the library, who might not have been there before and who subsequently joined the Beaches Friends and/or have become JPL customers. Harriet attributes the programs’ success in part to the support of the Beaches Friends members and Beaches Branch staff. The programs also promote public awareness for the annual Friends Book Sales.

In addition to her volunteer work for the Beaches Friends, Harriet volunteers for Beth El, her local Temple in Ponte Vedra, which is supported by the Beaches area.

Harriet currently volunteers at the Beaches Branch Children’s desk and is considered a vital part of the Beaches Branch Library’s success. She defines the term “positive mental attitude” and her perky personality is underlined with a sharp mind. Harriet Siegel plans to keep volunteering and we look forward to her continuing friendship at the Beaches Branch.

Thank you so much for all you have done and continue to do, Harriet.

Congratulations,Kathy!

Katherine Johnson celebrated her 30th year anniversary as a JPL employee. Kathy started in
Regency Branch, then to Tech Services, Highlands before the renovation, Brown Eastside , Payroll dept. ( 7 years) then to Northwest.

THREE STAFFS CELEBRATE GREAT SERVICE MILESTONES IN FIRST QUARTER OF FY2010

In December, Kathy Johnson, Library Assistant, Bradham Brooks Northwest Branch Library, (2nd from R), completed 30 years of service with City/JPL and received her pin from Mayor Peyton. Michael Sullivan, Administrative Supervisor (L), & Carolyn Williams, Deputy Director, joined in the ceremony .

In November, Deborah Daniels & Naomi Bryant, both Library Assistants in Tech Services Cataloging, SST, received their pins for 35 years of service to City/JPL! CONGRATULATIONS TO YOU!

Talking Books/Special Needs Increases Efficiency

This article was contributed by Jerry Reynolds, Librarian Sr.:

Talking Books/Special Needs highlights two areas of increased efficiency: The first is the digital book format. The case is thinner which allows for more copies to be housed in a given space than the thicker cases that house tapes. Additionally, one cartridge can hold as much content as several tapes meaning that, no matter what the length is of the vast majority of books, we need deal with only one cartridge instead of multiple tapes.

The second is the use of volunteers. We now average 12 – 15 volunteers in any given month and our plans are to increase this number. Without these volunteers, it would be impossible for us to accomplish the outreach activities and other programming that we have been so successful in sustaining. We are deeply grateful for their many efforts.